March 17, 2015 — Using humor at work is an excellent way to build teamwork, reduce stress, and even increase productivity. March is International Mirth Month, which makes it the perfect time to try bringing some humor to your service center. Mike Kerr, author of You Can’t Be Serious! Putting Humor to Work.suggests some easy ideas…Continue reading
March 3, 2015 — It can be difficult to maintain a positive attitude when working in customer service. But it can be done, says Jon Gordon, a motivational consultant and author of The Energy Bus: 10 Rules to Fuel Your Life, Work, and Team with Positive Energy. In the lead article of this month’s issue of The…Continue reading
February 24, 2015 — While email may be losing some ground to text messaging and social media as a customer communication channel, customers who use email are still looking for a quick response. A recent survey by MailTime.com found that most customers (52%) expect a response to their emails within 24 hours, some 19% expect…Continue reading
February 10, 2015 — Saying “no” to a customer is one sure way to trigger a negative response that could lead to a difficult interaction. But situations often occur in which there is no way to say “yes”. What can reps do to keep customers from becoming angry or upset? According to Richard S. Gallagher,…Continue reading
January 27, 2015 — Expressing gratitude can lift other people’s spirits as well as your own, but studies show that people are less likely to express their gratitude at work. In the January issue of The Customer Communicator newsletter, JoAnna Brandi, a customer service trainer and coach, says it’s time to change that. She encourages customer service…Continue reading
April 14, 2015 — Strong problem-solving skills, calm under pressure, and teamwork all play a critical role in customer service success. Especially when your product is vulnerable young plants. Kate Frazier, a customer service rep for Ball Seed Company was recognized in the April issue of Customer Communicator for her commitment to getting her customer’s…Continue reading
January 13, 2015 — In the January issue of The Customer Communicator newsletter, Editor Bill Keenan speaks with industry expert Trevor Spunt about the importance of listening for customers spoken and unspoken needs. Spunt describes a three-part process that involves recognizing when a customer may be holding back information, building rapport so that the customer has the…Continue reading
December 15, 2014 — This month in The Customer Communicator newsletter, Editor Bill Keenan speaks with Elizabeth Ghaffari, CEO of Technology Place about the benefits customer service reps can realize by partnering with a mentor. Many studies have shown that working with a mentor can be especially useful to new workers. The relationship can reduce feelings of…Continue reading
October 30, 2014 — As an account manager for St. John Insurance, Teresa Sheppard, provides award-winning service. She recently had clients who lost everything they owned to a devastating fire. Sheppard went out personally to view the damage and offer moral support. Then she helped them through every step of the claims process. The message…Continue reading
October 15, 2014 — Engaged employees bring more of themselves to the job, provide more discretionary effort, and generally need less help in determining what’s right for the customer. But how can a manager know when an employee is becoming disengaged? Jen Lawrence a corporate culture consultant and author of Engage the Fox, says to look…Continue reading
